Case Study: Khan Bank achieves digital transformation and streamlined IT service delivery with ServiceNow

Khan Bank Drives IT Service Management for Complete Digital Transformation

Khan Bank, Mongolia’s largest commercial bank with 512 branches and 762 ATMs serving a dispersed population across a vast, sparsely populated country, faced major IT service challenges: legacy systems, lack of automation, language barriers and limited connectivity in remote branches that hampered consistent front- and back‑office services. The bank needed a modern, scalable IT service management (ITSM) platform to unify processes and support staff outside the well‑connected capital.

Khan Bank implemented a customized, cloud‑based ServiceNow ITSM that integrated with existing workflows, automated processes, and consolidated redundant tools into a single system. The rollout enabled standardized service processes, faster incident response and greater cross‑team collaboration; within a month about 70% of IT requests were processed through a service catalog of roughly 30 items. The bank is now extending automation and standardization across other departments to drive a full organizational transformation.

Khan Bank

Arvind Joshi

Director of Information Technology